QM2007 (OSX) - No Longer Compatible With Discover Card...
Q7 for Mac was great; OSX Lion (and Snow Leopard) compatible; worked seamlessly until early August. Discover Card transactions will no longer download to Q7 Mac. You'll receive an "OL-290" error code. Intuit says,
"This issue is caused by a temporary server error. Discover Card is aware of the issue, and is working to provide a solution." And Intuit adds, "If you encounter one of the errors above, you should wait a few minutes, and try your connection again. If after a few minutes you are still unable to update your accounts, then please continue to try again at a later time." (http://knowledgebase.quicken.com/support/help/bank-download-issues/ol-294-or-ol-290-updating-discover-card-accounts-in-quicken/SLN62850.html)
Here's the rest of the story.
1. Discover Card is not working to provide a solution - Discover Card says this is an Intuit problem beyond their control (or interest level?).
2. Intuit insists this is a Discover Card problem and is similarly not working to provide a solution.
Once you get the OL-290 it's not a temporary problem - it's permanent; you will not be able to download Discover Card transactions. This appears to be isolated to Discover Card as the problem does not manifesting itself with other major credit cards or financial institutions.
Previous Mac versions of Quicken compatible with older Mac operating system software (pre-OSX Lion) remain fully compatible with Discover Card online transaction downloads. However, for anyone who's using MAC OSX Lion (or Mountain Lion) you will no longer be able to use Quicken 7 for Mac to download Discover Card transactions.
The long term "work around" is likely to be deciding which "system" to abandon - Quicken or Discover Card.
rgbq7
"This issue is caused by a temporary server error. Discover Card is aware of the issue, and is working to provide a solution." And Intuit adds, "If you encounter one of the errors above, you should wait a few minutes, and try your connection again. If after a few minutes you are still unable to update your accounts, then please continue to try again at a later time." (http://knowledgebase.quicken.com/support/help/bank-download-issues/ol-294-or-ol-290-updating-discover-card-accounts-in-quicken/SLN62850.html)
Here's the rest of the story.
1. Discover Card is not working to provide a solution - Discover Card says this is an Intuit problem beyond their control (or interest level?).
2. Intuit insists this is a Discover Card problem and is similarly not working to provide a solution.
Once you get the OL-290 it's not a temporary problem - it's permanent; you will not be able to download Discover Card transactions. This appears to be isolated to Discover Card as the problem does not manifesting itself with other major credit cards or financial institutions.
Previous Mac versions of Quicken compatible with older Mac operating system software (pre-OSX Lion) remain fully compatible with Discover Card online transaction downloads. However, for anyone who's using MAC OSX Lion (or Mountain Lion) you will no longer be able to use Quicken 7 for Mac to download Discover Card transactions.
The long term "work around" is likely to be deciding which "system" to abandon - Quicken or Discover Card.
rgbq7
0

Comments
It is now August 31, 2012 and the problem still exists. Scottrade shows this is a problem only with Quicken for Mac 2007 and they specifically stated that the Security Certificates need to be updated. I emailed Intuit tech support and got the run-around from someone in India who clearly has no clue.
Here is me playing email tag:
?
Recently you requested assistance from Quicken Customer Care. Below is a summary of your request and our response. We are committed to resolving this issue to your complete satisfaction.
Thank you for allowing us to be of service to you.
Subject
OL-290 with Scottrade
Discussion Thread
Response (Shraddha) 08/27/2012 03:01 AM
Dear Chuck,
Thank you for contacting Quicken Customer Care.
I would request you please check the issue in new file. If this remains the same then please contact to bank.
If you require additional information or feel that the above resource(s) did not assist with supporting your issue, then please feel free to reply to this email.
You can also contact Chat Support, by visiting this
Chat Support is available anytime, 24x7.
To call phone support regarding this issue, you can visit the following URL and submit an incident post. This will give you a number to call the phone support:
https://quicken.custhelp.com/app/contact/plvl1/win
Phone support is available from 5AM - 5PM PST, Mon-Fri.
Sincerely,
Shraddha
Quicken Customer Care
Customer (Chuck) 08/26/2012 08:28 AM
I DO NOT HAVE A DISCOVER CARD!!!! I have a problem with SCOTTRADE!!!! I sent my log files to you with my original post. I am resubmitting these now. This is a KNOWN PROBLEM FOR SEVERAL YEARS as I have seen in the Quicken for Mac community discussions. Intuit needs to update the security certificates as you can see in the CONNLOG.TXT file there is an SSL certificate error: 1616. I am using Quicken for Mac 2007 Lion Compatible version 16.1.2 Build 21.817.400.
From: Quicken Customer Care
Reply-To: Quicken Customer Care
Date: Sunday, August 26, 2012 3:06 AM
To: Chuck
Subject: OL-290 with Scottrade [Incident: 120823-003567]
==================== text File Attachment ====================
CONNLOG.TXT, 1210 bytes, added to incident
==================== text File Attachment ====================
OFXLOG.TXT, 6470 bytes, added to incident
Response (Shraddha) 08/26/2012 12:06 AM
Dear Chuck,
Thank you for contacting Quicken Customer Care.
>>OL-294 or OL-290 updating Discover Card accounts in Quicken
We're investigating a solution to this issue. Please see the following articles depending on the product you are using to provide us with your connection logs which are required in order research the cause of the error.
http://knowledgebase.quicken.com/support/help/bank-download-issues/ol-294-or-ol-290-updating-discover-card-accounts-in-quicken/SLN62850.html
If you require additional information or feel that the above resource(s) did not assist with supporting your issue, then please feel free to reply to this email.
You can also contact Chat Support, by visiting this URL: https://quicken.custhelp.com/cgi-bin/quicken.cfg/php/enduser/chat.php
Chat Support is available anytime, 24x7.
To call phone support regarding this issue, you can visit the following URL and submit an incident post. This will give you a number to call the phone support:
https://quicken.custhelp.com/app/contact/plvl1/win
Phone support is available from 5AM - 5PM PST, Mon-Fri.
Sincerely,
Shraddha
Quicken Customer Care
Customer (Chuck) 08/25/2012 09:14 AM
I tried what you suggested and it stll doesn't work. I have contacted Scottrade and their records show that Intuit has not properly updated the security certificates for Quicken Mac 2007 Lion Compatible and so it will not allow downloading from Scottrade. I need updated certificates to connect online with Scottrade. How can I get the updated ofxroots.crt file?
From: Quicken Customer Care
Reply-To: Quicken Customer Care
Date: Friday, August 24, 2012
6:29 AM
To: Chuck
Subject: OL-290 with Scottrade [Incident: 120823-003567]
Response (Shraddha) 08/24/2012 03:29 AM
Dear Chuck,
Thank you for contacting Quicken Customer Care.
I would request you please open Quicken and try to follow the steps in New file.
If the issue remains the same in New file then you need to contact to bank.
If you require additional information or feel that the above resource(s) did not assist with supporting your issue, then please feel free to reply to this email.
You can also contact Chat Support, by visiting this URL: https://quicken.custhelp.com/cgi-bin/quicken.cfg/php/enduser/chat.php
Chat Support is available anytime, 24x7.
To call phone support regarding this issue, you can visit the following URL and submit an incident post. This will give you a number to call the phone support:
https://quicken.custhelp.com/app/contact/plvl1/win
Phone support is available from 5AM - 5PM PST, Mon-Fri.
Sincerely,
Shraddha
Quicken Customer Care
Auto-Response 08/23/2012 09:18 PM
Thank you for contacting Quicken Customer Care.
We have received your question, and will respond to you within 48 hours.
Regards,
Quicken Customer Care Team
**This is a system-generated confirmation. Please do not respond to this email.**
Customer (Chuck) 08/23/2012 09:18 PM
I am getting the OL-290 error when I try to set up new accounts for Scottrade for One Step Update. The connlog.txt file is showing an SSL certificate error: 1616. It looks like the Scottrade server name has changed from ofxstl.scottsave.com to ofx.scottrade.com. How can I get my accounts to update online (Scottrade does not offer manual downloads of account info). I have attached my ofxlog.txt and connlog.txt files.
I verified in the Mac "Package" view of the Quicken file that the CONNLOG.TXT shows:
20120912 18:27:59: QFN: Beginning send to https://ofx.discovercard.com
20120912 18:27:59: ***QFN: SSL certificate error: 1617
20120912 18:27:59: ***QFN: SSL certificate error on exit: 1617
20120912 18:27:59: ***QFN kQFFInished: returns 1617
20120912 18:27:59: ***QFN ICInitiate: -3
20120912 18:27:59: QFN: End send to https://ofx.discovercard.com, netstatus 10 (IC-1617)
All the above is exactly consistent with what you said - the certificate(s) in the app have expired and I can't find a way to refresh them.
Running Mountain Lion, we can't run any certificate updaters that require PPC architecture, so we're really up a creek on this.
If anyone knows where to obtain a valid certificate, I might be able to script a process to install it into a Mac Keychain (is that going to work?).
Meanwhile, because Discover works with some versions of Quicken, I suggest this is an INTUIT problem (not a Discover problem).
I've subscribed to this report and would welcome any feedback on this issue. Thanks again for the initial report!
John
Given the fact that the overall problem isn't tied to one specific financial institution, this is clearly an Intuit problem. Whether or not Intuit is at all concerned about Apple/Mac customers is an open question. Thus far there doesn't appear to be any interest on Intuit's part to actually fix their problem.
rgbq7
The bottom line is that THIS IS INTUIT's FAULT not Discover's. They don't even know they have a fix for it if you read their boards or call. This company has become the worst in the computer industry.
If you want to check it out the updater in question is located at the link below. It will work with the PPC version of Quicken 2007, but not the Lion one. I even tried moving the certificate file from the installer package to the Quicken 2007 Lion package, but that does not work either. Here's the updater for those lucky enough to be able to use it:
http://knowledgebase.quicken.com/support/help/patching/quicken-2007-manual-updates--mac-/GEN82250.html
From the way it is was described to me, 2007 (PPC) used the R3 to update the certificate within the program. 2007 (Rosettaized aka Lion) doesn't harbor its own certificates anymore; it uses the security certificates from the MacOS.
Can anyone think of some way to get the updated certificate where it's needed by Q2007 for Lion?
I've considered building a Snow Leopard image on a thumb drive and booting on that long enough to run the updater on the app, but I gather the certificate is no longer in the app.
Is there some way to get the proper cert into the right location (is the keyring where it belongs)?
I feel like this ought to be solvable. I might even be willing to write an updater app myself. Any ideas on where to get the correct certificate and where it needs to go?
Thanks,
JBenni
Our Intuit Financial Services team is reaching out to Discover engineering to see if they can communicate with their support team this acknowledged Discover issue - confirmed by the Discover server team as a certificate issue on their servers - to help reduce customer pain regarding this issue.
This is not a Quicken issue, nor is it an issue Quicken/Intuit can resolve as we do not have access to the Discover servers in order to install these certificates for them.
This support experience is quite similar to the Discover duplicate transactions issue that occurred earlier this year that required customers repeatedly contacting Discover to get the level of severity & impact understood by their engineering team before it was resolved. We can escalate, but until they feel the customer experience, it's difficult to get traction.
This is great progress.
It would enable the User Community to interact with Discover far more effectively if there was a way to refer to this item that you said Discover has confirmed as an issue on their servers. Can you please give us a Discover incident or bug number, so we can refer to it in discussions with Discover?
If not, can you please provide a short description of the problem in terms that Discover would recognize as their issue?
Thank you very much!
JBenni
David Nelms, CEO
Discover Financial Services
2500 Lake Cook Road
Deerfield, IL 60015
Phone Number : 224-405-0900
Email: [email protected]
Note: IF, David Nelms gets flooded with emails and phone call regarding this issue he will in short order, have the issue looked into just as he did when those with Discover/ Quicken issues here a few months ago started their email/phone campaign to David Nelms. It is very unfortunate that this type of tactic is the only way to get Discover to listen / to take action in regard to a remedy.
ALSO ..... When emailing David Nelms, cc a copy of the email to Mark Scarborough, Senior Vice President and Head of Customer Service, at [email protected]
Let them know of the issue and that you will not be using your Discover Card until the issue is remedied. Let them know you will be encouraging all those that you know to do likewise.
"Matt has scheduled a change to add the OFX intermediate cert to the certificate bundle being used by the Zone 1 OFX VIP on our IHS production load balancers. This is scheduled for Friday, 10/5 at 1:00 am Eastern.
Please feel free to post any further questions regarding this issue.
Thanks & Regards,
Chandra"
Our request that they inform their Online Banking Support staff of this info received this reply:
"It has been notified to our Support already that this is an issue with intermediate certificate which needs to be resolved on our side and that our POC for certificates is already working on it.
Thanks & Regards,
Chandra"
Tamara: Do you think the laymen knows what this means? :-)
"It has been notified to our Support already" It sounds like someone stamps on grammar as bad as I do when I quickly type an answer. ;-)
One suggestion: Quicken should host an online status page for Direct Download transaction providers. It should be organized by the Financial Institution. That way, when some company's certificate expires (which it certainly will!), everyone can easily find the status and save a lot of effort and frustration beating the bushes.
I can report that it appears Intuit has resolved this issue (at least with Discover Card). As of around the 1st of October, "normal" Discover Card downloads via Q7 for OSX Lion are working again. You should be able to download current and past transactions (that had not previously downloaded) back to the time when the problem started ~ early August 2012.
As for solving the problem, as we had deduced, corrective action had to be initiated by Intuit. The Discover Card folks really didn't have constructive solutions. Though it took an excruciatingly long time for Intuit to act, I'm grateful they did fix the problem - so thanks for that Intuit.
Can anyone confirm whether or not the problems have been resolved with the other financial institutions discussed in this thread?
If you re-read this thread (especially the comments from Tamara) you'll see that the issue turned out to be on Discover's end. I originally thought it was an Intuit issue too. But Discover acknowledged that they let a required SSL certificate expire. Intuit did help, by nudging Discover, but the responsibility for the fix (and the blame for taking so long) is really Discover's.
All SSL certificates have known expiration dates. Discover should never have been caught flat-footed by this inevitable and predictable expiration. And the new certificate will expire some day too (probably in about a year). Discover really needs a process to renew certificates without waiting for system outages.
As for Intuit, I still think this forum should have a quick status page - with a red, yellow, or green indicator for the Direct Download status of each participating Financial Institution. There are myriad reports and inquiries of outages for Direct Download. It's extremely difficult to know what's a problem on the consumer end versus the provider end. Intuit could help everybody out immensely with a system status page that showed which providers were known to be offline at the moment.
Discover just went from status red to status green. Scottrade is probably unaffected by Discover updating their server's SSL certificate, so the Scottrade status is still suspect. A single successful Scottrade download could earn Scottrade a green status, but currently there's no way to know what's working and for whom.
It's a start that Discover is back online. That's one alligator wrestled into submission. Now Intuit needs to help drain the swamp.
I beg you.
~ Evan
OL-290 issues (at least the ones in this discussion) seem to depend on the specific Financial Institution ("FI"). This discussion topic opened with a Discover problem, and that issue has been resolved. Along the way some other FIs giving the same error were mentioned. I suggested that Intuit organize a status page, arranged by FI, but until that happens I suggest that you start a new topic. "OL-290" alone is too broad, but "OL-290 with TD Bank using Quicken 2007 for Mac" is a very appropriate topic for a new discussion.
As to the specifics of your situation, here is my understanding based on our Discover experience (I believe the following to be true, but I could be mistaken):
1) ALL versions of the Quicken Certificate Updater do not work (and should not be used with) Rev 16.1.2 because...
2) Starting with Mac 2007, an architecture change was made to move the certificate out of the Mac application and onto the FI server, so the certificate update MUST be applied at the FI server
3) Certificates only last for 12 months and every FI will have to manage renewal of their certificate on an annual schedule
4) This isn't a Quicken issue: it requires a change at the FI's server
We finally got resolution with Discover - but it's almost impossible to get the message through the support desks at the FIs. It's especially complex because it was formerly true that Quicken for Mac (before 2007) included certificates inside the application. So the updater was necessary and sufficient to solve the problem until recently. Not true since Mac Quicken 2007!
The best strategy for getting TD Bank to be aware of the problem? I suggest asking Quicken to contact TD Bank through the "back door" - it seems to be what worked with Discover, and is probably the best way to make real progress. Tamara is an Intuit employee who weighed in on this thread and seems to understand the issue. Can you approach her?
Good luck!
If a new external certificate installer will be needed for the currently supported products Q/Mac 2005, Q/Mac 2006 and Q/Mac 2007 (Rosetta), Intuit should roll out an "R4 Certificate Updater" that will properly update those products, and exit gracefully if asked to update Q/Mac 2007 (Lion). According to Intuit's website, none of these Mac products have been discontinued; see http://knowledgebase.quicken.com/support/help/quicken-discontinuation-policy/GEN82218.html.
http://knowledgebase.quicken.com/support
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